Privacy Policy

1. Who we are

Cyrano is a customer service agent for online stores. It reads a store’s customer messages from the store’s helpdesk, looks up the store’s orders in Shopify and drafts or sends the replies.

We are Elevate Digital Media AB, the company that makes and runs Cyrano. In this policy, “we” means us, “merchant” means a business that uses Cyrano, and “shopper” means a customer of that business.

We decide how and why some personal data is used, and for that data we are the controller: the data of the people who sign in to Cyrano for a merchant, of people who ask for early access on meetcyrano.com, in the count of visits to meetcyrano.com, in the error reports the Cyrano app sends, and in our record of which conversations our staff tools showed to our staff. This policy covers that data.

Shoppers’ data we handle for the merchant, on the merchant’s instructions, as our Data Processing Agreement sets out. The merchant decides about that data and is its controller. If you are a shopper, please contact the store you bought from first; we help it answer you.

2. Data we collect ourselves

• Sign-in. The email address, and the name if given, of a person who creates a Cyrano login for a merchant. Our sign-in provider, Clerk, holds the login.
• Early access. The email address a visitor types into the early-access box on meetcyrano.com. It goes onto a waiting list held by Clerk, and we use it only to invite that person to try Cyrano.
• Visits to meetcyrano.com. Vercel Web Analytics counts the pages people read, where they came from, their country and device, and whether they joined early access or clicked Book a demo, without cookies.
• Error reports. When something goes wrong in the Cyrano app, a report goes to Sentry. It can include the page address, details of the request such as the browser, and the IP address. Before it is sent, our code removes cookies, sign-in tokens, secrets, request contents and shopper data carried in web addresses.
• Our staff’s reads. Which of a merchant’s conversations our staff tools showed to which of our staff, and when.

meetcyrano.com sets no tracking or advertising cookies, and it counts visits only as described above. The Cyrano app sets only the cookies it needs to work: Clerk’s sign-in cookies, and one that remembers that a merchant has finished setting up.

3. Data we handle for merchants

When a merchant connects its Shopify store and its Zendesk or Gorgias helpdesk, Cyrano reads the store’s customers, orders and draft orders and the helpdesk’s tickets, and writes replies, notes and the store changes the merchant allows back to them. It uses that data to answer the store’s customers for the merchant, to keep Cyrano safe and working, and to show the merchant its own reports.

Our Data Processing Agreement sets out what Cyrano reads and stores for a merchant, why, how long it keeps it and who else receives it.

4. Why we use data, and on what legal basis

• Sign-in data, to run the merchant’s account and let its people in. Legal basis: our legitimate interest in providing the service the merchant signed up for (GDPR Article 6(1)(f)).
• Early-access emails, to invite you to try Cyrano. Legal basis: steps you asked us to take before an agreement (Article 6(1)(b)).
• The count of visits to meetcyrano.com, to learn how many people visit, where they come from and which pages they read. Legal basis: our legitimate interest in knowing how our website is used, counted without cookies and without identifying anyone (Article 6(1)(f)).
• Error reports, to find and fix faults and keep Cyrano secure. Legal basis: our legitimate interest in a working, secure service (Article 6(1)(f)).
• Our record of staff reads, to know which of our staff saw which merchant’s conversations. Legal basis: our legitimate interest in keeping merchants’ and shoppers’ data secure (Article 6(1)(f)).

No law requires you to give us any of this data. You need an email address to create a Cyrano login, and cannot sign in without one. An early-access email is needed only if you want an invitation. Error reports, the count of visits and our record of staff reads are made automatically.

5. What we never do

• We do not use merchant or shopper data to train AI models.
• We do not analyse data across merchants: each merchant’s data is used for that merchant only.
• We do not sell personal data or share it for advertising.

6. Who receives personal data

Service providers receive the data this policy covers so that Cyrano can work, such as the companies that host Cyrano and its database, sign people in, collect error reports and send email. Our sub-processor page names each company we use that receives personal data from Cyrano, what it receives, where it processes it and how data leaving the EEA is protected.

7. Data leaving the EEA

Cyrano’s database and its server functions run in London, in the United Kingdom, which the European Commission recognises as protecting personal data adequately.

Some of the service providers that receive the data this policy covers process it in the United States. Each does so under a safeguard its own terms set, which our sub-processor page names. You can ask us for a copy of these safeguards at privacy@meetcyrano.com.

8. How long we keep data

• Merchant accounts. A merchant’s account and settings, and our record of which of its conversations our staff tools showed to our staff, are kept while the merchant uses Cyrano. When a merchant asks us, at support@meetcyrano.com, to close its account, we delete them within 30 days.
• Sign-in details. Kept until the person deletes their own Cyrano login in its settings, or asks us to delete it.
• Early-access emails. Kept until you ask us to remove yours.
• Error reports. We delete our own record of an error after 30 days.
• Copies our service providers keep, such as error reports at Sentry, and server logs and the count of visits to meetcyrano.com at Vercel, stay for as long as each provider’s terms for our plan set.
• Backups. Deleted data stays in our daily database backups until they age out, about a week later.

9. Security

How we protect data, and what we do if something goes wrong, is on our Security page.

10. Your rights

You can ask to see the personal data we hold about you, to correct it, to delete it, to limit how it is used, to receive it in a form you can take elsewhere, and to object to its use.

Shoppers: the store you bought from decides about your data, so send your request to that store; it can reach us through Shopify or its helpdesk, and we help it answer. Merchants and early-access visitors: write to privacy@meetcyrano.com.

You can also complain to the Swedish Authority for Privacy Protection, Integritetsskyddsmyndigheten (IMY), at imy.se, or to the data protection authority where you live.

11. Changes to this policy

When we change this policy, we change the date at the top. If a change affects merchants’ rights, we email the address on each merchant’s Cyrano account before it takes effect.

12. Contact

Elevate Digital Media AB, Fagerstagatan 58, 163 53 Stockholm, Sweden. Email: privacy@meetcyrano.com.